
Considerations:
● Identify the challenges
you have i.e. high churn,
unhappy customers etc
● Review insights and data
you have to back up your
assumptions
● Based on the insight
decide on the perspective
you want to take; current
state or future state
Step 1
Considerations:
● Identify the scope of the
project; the customer
segment, and product
● Identify the internal
stakeholder who should
participate in project and
those who need to be
informed
Step 2
Get management buy-in and
align with company strategy
Considerations:
● Get management buy-in and
commitment to running a
project like this and doing
something with the actions
that are defined
● Ensure resources are
available and can commit
time to the full length of this
project
● Review company strategy
and ensure that the goals of
this project is aligned with
the strategy
Step 3
Considerations:
● Agree when the timing is
right to run the project
and when the key
resources from the
organisation are able to
fully commit
● Investigate if there are
related projects that will
impact this project
Step 4
Identify scope and internal
stakeholders
Identify current challenges
and insights
Agree on timing and define
any related activities
Current state mapping
Preparation before starting a mapping